Built on as-a-service, CPaaS utilizes the flexibility of the cloud to deliver connectivity between applications, people, and objects
You might have used a mobile phone app to dial your bank, but have you ever wondered why you can’t video chat with a representative in your banking app? Real-time communications (RTC) traditionally occur only in applications built specifically for certain functions.
Dedicated RTC applications have been the paradigm for a long time. Building and operating a communications stack is highly costly, from the real-time network infrastructure and the interfaces to common programming languages. Therefore, developers longed for a platform that allowed them to add real-time communications features to their applications without building backend infrastructure and interfaces. A Communications Platform as a Service (CPaaS) is the solution.
How does it aid developers?
A CPaaS offers a complete development framework to build real-time features without building one of your own. Such a framework typically includes software tools, standards-based application programming interfaces (APIs), sample codes, and pre-built applications.
A few CPaaS providers provide support and product documentation to help developers throughout the development process. In contrast, others offer software development kits (SDKs) and libraries for building applications on different desktop and mobile platforms. APIs are the real magic behind CPaaS, as it powers all high-end communications capabilities – from SMS to video conferencing and beyond. Everything eventually comes down to the platform’s API offerings.
Built on as-a-service, CPaaS utilizes the flexibility of the cloud to deliver connectivity between applications, people, and objects. It makes sure machines and people understand each other. In the past, adding new services to a system meant investing in an additional workforce, more expensive infrastructure, and new hardware. Today, the cloud-based CPaaS model provides better flexibility on how companies deploy and pay for their digital engagement tools. A study by Wainhouse Research suggests that 52% of companies will increase their spending in the area in the coming years. CPaaS provides an edge over using individual APIs, as when a change is made to a CPaaS system, it applies to all applications at once. Changes to individual APIs may only be made on an additive requirement basis.
Business advantages of CPaaS
Around 85% of companies believe that APIs will be highly essential to their growth. CPaaS helps incubate cloud technology to enable companies of any size to develop and embed communications features quickly. Apart from saving on human resources, and time to market, using a CPaaS can aid in affordable pricing models, where developers pay for just the services they need. A CPaaS also allows multi-tenancy or the ability for multiple customers to use the service at the same time, each within a separate, secure environment.
We are in a world where people tend to actively research businesses before connecting with them online, and CPaaS is essential today for driving better discussions with customers. From chatbot integrations to delivery status notifications sent to a smartphone, CPaaS makes a customer and company relationship stronger. With a range of effective messaging and collaboration options embedded into business applications and processes that empowers employees, staff members can access information in a way that suits them.
The travel and hospitality industry can integrate CPaaS with existing applications to offer contact-free services to guests, like in-app calling and messaging. Relaying information like discounts and offers, room swaps, and delays can be made more accessible.
With a CPaaS subscription, IT departments can integrate these services into your organisation’s digital ecosystem without maintaining the associated infrastructure. Moreover, most CPaaS providers also provide tech support services for their products.
Future aspects of growth in CPaaS
The consolidation of the CPaaS market is an indication that traditional communications service providers are trying to maintain control as RTC application development barriers lower. For service providers, the CPaaS market is an opportunity to boost revenue and build relationships with enterprises that want to expand beyond traditional telephony applications. CPaaS is an opportunity for companies to build custom applications and business processes at a low cost.
The flexibility and scalability can appeal to technology companies looking to differentiate their offerings from competitors. For companies making their way into the cloud for the first time, it is an effective method of introducing hybrid architecture. Such access to flexible, agile cloud technology can adapt and enhance the workplace.
While many of the benefits from CPaaS concern the potential of customer experience, it can also transform experiences. New features can be brought to all communications functions immediately, meaning less time waiting for rollout to individual departments or subsections of your business.
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